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Administration Officer في National Bank of Abu Dhabi

• الإمارات العربية المتحدة
• أشغل هذه الوظيفة منذ أبريل 2008

Handling of NBAD ONLINE, Customer Support, C/H & Branches Complaints / Inquiries.
• Handling and directing all card center related queries received via emails, letters and
telephone and support in resolutions.
• Ensure investigation of all the Cases / Complaints received and obtain the required
Approvals if required.
• Coordinating with internal departments for case/complaints and ensure resolutions.
• Providing response and follow-up actions on email queries within the established TAT
and escalations.
• Handling all Contact Centre and Customer Response team queries with appropriate
updates in system for closure.
• Preparation of vouchers related to reversals of Charges / Fees and forward to Sr. Card
Investigation Officer for review / check and pass them for further posting.
• Stars Card Validation check for processing accuracy prior dispatch.
• Intellect card status change to complete dispatch functions in case of returns/routing.
• Follow up and analyze root cause of all errors or complaints received. In all cases
ensure that consistent action is taken to amend processes and procedures which
may contribute to such issues.
• Prepare the monthly Reports / Records of the Cases / Complaints and the total
amounts of Reversals got approved by the Higher Management.
• Handling direct walk in clients and provide customer service function.
• Ensure to abide by the compliance programs that monitors obligations towards
externals parties including and not limited to Regulatory/Card Schemes/PCI DSS
rules & regulations.
• Ensure controls and compliance to bank policy/procedures, due diligence and
undertake process improvement.
• Any other duties and responsibilities assigned by Line Manager as and when it is
required.
Quality & Customer Experience
Complains & Retention Team
Customer experience officer.
• Follow the guideline relating to Customer service and Telephone techniques.
• Monitor the quality of customer service provided by branch counters, and note
instances where customers receive poor service and raise this with the CSM/BM.
• Obtain customer feedback on new proposed products and other customer related
research.
• Contribute to the evaluation of NBAD’s Customer Complaint/Feedback Resolution
process.
• Act as point of contact at branches for quality related issues and communication.
• Interact with all NBAD employees towards promoting the values of excellence &
customer service.
• Ensure a collated report of customer complaints/suggestions/compliments is collated
from team members on monthly data.
• Prepare a monthly analysis of customer feedback and report to Line Manager.
• Establish top 5 complaints per category and monitor patterns and trends.
• Receiving escalated customer complaints in a friendly and professional manner with the
view to manage/rescue the customer relationship, and retain customers especially in
cases where customers are dissatisfied.
• Ensure to record and capture customer feedback within the correct systems and ensure
resolution within a timely manner that falls within agreed SLA’s
• Professional management of customer communications, with an overall aim to enhance
customer experience and develop solid and strong customer relationship.
• Handle retention cases and work on retaining customers and liabilities, by providing
especial offers including exceptional proposals for the interest rates, Modifying the
loans terms and liabilities to meet customer’s demand.
• Measures to be taken closely monitoring & retain liabilities to ensure they are satisfied.
• Monitor liability certificate requests received from branches and ensure they are
submitted with the required documentation. When needed coach and guide branches
for proper handling.
• Establish negotiations with department to provide competitive offers to customers.
• Work closely with ITD to generate reports of value of retained customers on monthly
basis
• Provide detailed and consolidated monthly reports of retention cases and success rates.
• Understand customer requirements, and develop retention proposals which are aligned
to product / Business strategy / direction and which satisfy customers.
• Validate data and documents provided by customers / branches, and take ownership of
retention proposals to ensure positive results for both the bank and the customer.
• Provide the best solutions to customers, to get customers to take on cross-sell
opportunities to increase likelihood of retention, to handle complaints and queries
effectively.
• Maintain up-to-date MIS tracking all important information pertaining to every case
handled.
• Analyze MIS and submit reports to management on KPIs and suggestions in learning
to meet and exceed the set retention and retention profitability targets and
administrative duties towards retention.
Call Center

Senior Customer Service Representative

• إلى

Senior Customer service representative في National bank of Abu Dhabi

• الإمارات العربية المتحدة
• إلى

SCSR).
• Handle incoming customer inquiries uses Bank's resources, policies and procedure to
Provide complete, accurate respond.
• Internet Banking Lead (reach the number of 200 Calls per day).
• Handling maximum number of calls (daily average 100 calls, reach the 300 call with
Peak time for the SMS advertisements for the bank and cards).
• Covering the shift as business requirements (reach 150 call for cases like frauds and
Change the debit cards or Pins).
• Provide professional customer service with three languages (Arabic & English)
• Supervising the Shift responsible for the Floor many times as requirement.
• Handling customer complaints to the satisfaction.
• Compliance to shift schedule with different types of shifts without late attendance.
• Trained and helped new Agents with the procedures, policies, systems and
Products knowledge.
Achievements :
• Recognition for IMTIAZ Award 2012 with